Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: AndyW on February 15, 2011, 07:57:38 AM
-
Hi,
We have a single site managing voice and email. Everything is Genesys including WFM. We want to automate scheduling of voice (immediate work) and email (deferred work) vq's so that the scheduler will dictate when they will be on voice queues (usually the busier mornings) and when they should switch to email. We are multi-skilled but only within same media, i.e. we don't blend voice and email.
Voice activities are attached to the same UCM switch as the users, whereas email activities are attached to a separate multi-media switch. Any suggestions appreciated.
Regards
Andy